What You’ll Do Audit calls and processes to identify gaps Coach supervisors one‑on‑one, providing strengths and opportunities on scoring method Conduct calibrations with evaluators to ensure consistency Audit different platforms as needed to ensure client expectations are met Work with other analysts to propose process improvements to improve overall quality Teach new supervisors the quality system and scoring method Work with the Client Experience Team’s mailbox for client requests Support additional initiatives and efforts of the QA team as necessary What You’ll Bring Dedicated to meeting the expectations and requirements of internal and external customers Ability to establish and maintain effective relationships by gaining trust and respect through consistency and reliability Proven ability to coach and motivate others by providing clear direction and actionable feedback Ability to manage conflict effectively, quickly read situations, listen effectively, and find common ground and cooperation Effective use of call monitoring systems and Microsoft Office suite to deliver results Clear and succinct writing for a variety of audiences and purposes; communicates in a manner that drives desired results Quick learning of new problems, analyzes successes and failures for improvement clues; open to change and alternatives Effective in a variety of presentation settings, including one‑on‑one and small groups; able to develop and present data in varied formats #J-18808-Ljbffr